1 Message
Stuck in an AI Loop
I got behind on my bill and chatted with a live agent a few days ago, who made a change that gave me more time to pay my past due. Since I have just started a new stay-at-home job that requires a secure internet connection this was a great gift! But when I tried to log in to my new job platform today, my services had been suspended. When I attempted to reach a live agent again, I was stonewalled by the AI running the chat. It is sending me through a loop of questions and options, none of which will connect me to an agent. I am so confused about the suspension, I thought I had been given a chance to get back on track. I tried to schedule a payment far enough out that I will have time to earn the funds, but I have just learned through this forum that this method of payment arrangement does not work to reactivate my internet, immediately.
XfinityAldrik
Official Employee
•
1.8K Messages
25 days ago
Thank you for reaching out to us @user_8pnkyr! I completely understand how crucial it is to restore your services for your new stay-at-home job. Could you please send our team a direct message with your full name and full address? Our team would love to take a look at the payment arrangement on the account. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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